Senior Product Architect

Project overview

Your new company

You will be working for a known organisation. The role is working 80% remotely and 20% on-site in London. The rate is £550 per day inside IR35. The duration of this role is 6 months.

Your new role

We are looking for a Senior Product Architect to lead the architecture of our AI-native IT operations product: a unified workspace for escalated incidents, changes and requests. It combines workflow and LLM-based agentic orchestration, real-time AI assistance, and a trusted knowledge engine.

This multidisciplinary role brings together ITSM, automation, AI governance, and knowledge and data architecture to shape one coherent, evolving product.

What You Will Own

What You Bring

Operations and ITSM Architecture

AI-Assisted Operations and Automation

Practical experience designing AI-assisted capabilities using natural language processing, speech analytics, retrieval – augmented generation (RAG) and vector search.

Knowledge and Data Architecture

Architecture Leadership and Advisory

What We Offer

What you'll get in return

Flexible working options available.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. #4835917 - Nisha Pandoria

• Define the end-to-end architecture for incident, change and request management across a multi-tenant, multi-customer operation, including SLAs, compliance, workforce scheduling and capacity planning.
• Design an orchestration layer that turns monitoring signals into automated resolution, using deterministic workflows for known issues and agentic orchestration where context, judgement and adaptation are required.
• Establish the AI control plane for agent permissions, oversight and safe hand-offs between automated and human-led action.
• Architect real-time AI capabilities across voice, chat and email to guide support teams, assist major incident commanders, and generate post-incident analysis and crisis communications.
• Define the knowledge-engine architecture and governance model, keeping operational knowledge, incident patterns, automations and agent skills current and approved for use.
• Produce implementation-ready architecture and provide technical authority throughout delivery.
• Advise senior operations, product and engineering stakeholders, turning competing demands into clear architectural direction.
• Proven experience architecting enterprise ITSM solutions across incident, change, problem and request management.
• Deep understanding of major incident management, SLA governance, compliance reporting and multi-tenant service delivery.
• Experience designing for managed-services or shared-operations environments.
• Experience with workflow and LLM orchestration frameworks, such as Conductor, Kestra, LangChain or LangGraph, including event-driven automation triggered by monitoring and observability signals.
• Understanding of AI control-plane design, including agent permissions, oversight and human-in-the-loop workflows.
• Experience designing knowledge taxonomies or graphs that connect documentation, incident history, automations and agent capabilities.
• Experience applying “as-code” practices to keep operational knowledge governed and version-controlled.
• Ability to design ingestion and quality pipelines for a large, fast-moving knowledge base.
• Executive-level communication and advisory skills, with the confidence to frame options, explain trade-offs and recommend a direction.
• Strong architecture writing and visual communication skills, producing clear, consistent and delivery-ready artefacts.
• Inclusive technical leadership, with the ability to influence decisions, mentor others and build alignment across product, engineering, operations and security.
• Experience architecting multi-tenant products across Azure and AWS, including identity, access and integration with customer platforms such as ServiceNow.
• Strong architectural understanding of CI/CD, enterprise networking and security controls for resilient, automated delivery.
• Shape an AI-native operations product with global reach.
• Influence how automation, AI and human expertise transform IT operations across a growing customer estate.
• Work with senior stakeholders, product leaders and global architecture communities.

Project details

• Start: flexible
• Location: London, GB
• Rate: 69-69 EUR/h